Hey folks! My team at work has set up a system that allows employees to report suspected phishing emails quickly, which is great in theory. However, we're facing a challenge because many users are misusing this feature by reporting regular spam instead of real phishing attempts. This misuse has been causing about three hours of extra work for our IT security staff each week, and it's really bogging down our ticket queue. We do provide training and resources for our employees, but things seem to get out of control after a while. How does your organization handle similar situations? We're also exploring AI solutions; do you know of any tools that could help filter out the irrelevant reports before they reach our agents?
8 Answers
You may want to look at tools like KnowBe4 or similar solutions. They can help categorize the reports effectively so your team can just focus on the critical threats while the other reports get filtered out. Life-changing for ticket management!
Honestly, we don't pay much attention to what users mark as spam. Our approach is to trust our filters and let it be. If users are reporting, it’s usually either an innocent mistake or legitimate phishing, but honestly? It’s easier just to spot the junk as a human.
Exactly! Sometimes what users report isn’t even a threat. It’s vital to teach them how to recognize phishing better.
In our setup, users can report messages directly in Outlook, which automatically sorts them into junk or phishing categories. This helps the system learn while handling the reports efficiently. We mostly only intervene during significant incidents or if there’s a flood of reports from high-ranking employees. It keeps our workload light and focuses our attention where it's needed most.
That approach sounds effective! We could definitely use canned responses to inform users about the status of their reports without needing to handle every single email.
Absolutely! Setting up a workflow to educate them about proper reporting would also go a long way.
If you're noticing this issue across the board, establishing clear reporting guidelines could help. Give users specific examples of what to report as phishing versus spam. An ongoing educational campaign combined with automated tools could minimize noise in your system.
We had the same issue! After implementing a better training program and encouraging users to think before they click that report button, the situation improved significantly. Culture change is key!
Consider using a quarantine system in your email filter. This allows spam emails to be held in a safe space where users can view them without clogging your ticketing system. It can help manage the load while users can still take action on what’s important.
Totally agree! A daily quarantine report can save so much time compared to manually checking every report.
Honestly, if your users are misreporting, it's often just a matter of educating them better. Everyone has a different threshold for what they think is spam or phishing, and that's on us to standardize. More training, and consider refining your reporting process to make it less burdensome for admins.
I'd say don’t over-rely on user reports. If you have a solid AI mailing system (like M365), let it do the bulk reporting for phishing and spam. People can always alert you if they see something suspicious, but constant reporting can grind things to a halt, and maybe a little follow-up education will help too.
I just started using KnowBe4, and it’s been a game-changer. Less effort spent on spam allows us to focus on real issues.